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Sophos SG Premium Support Can be purchased as an optional upgrade to the SG Standard Support for 1,2 or 3 years and offers a 24 hour up front hardware replacement, automatic software updates as well as technical 24*7 support via Sophos support engineers

UTM Premium Support Contract

Automatic New software releases

Pattern updates

24 x 7 - Service

Support forum / Knowledgebase

Support via Sophos Support Desk

Open support cases

10 :Customer approved contacts

Support Services

The following services are – if not agreed upon differently within the contract with the Sophos partner – included within the Sophos Support Services:

Support via email, web and telephone (either from a certified Sophos partner or directly from Sophos. For further information, please refer to Sophos SG Technical Support SLAs.

Hardware Replacement for Sophos SG Hardware

72h bring in: The customer sends the defective device to Sophos at their own risk and expense. A replacement unit will be sent out within 72 hours following receipt of the defective device. If a customer receives a broken unit (DOA), they will be entitled to a 24 hour upfront service – valid for the first 30 days from the purchase date.

The 72h bring in service is valid throughout a period of 1 year.

24h bring in: The customer sends the defective device to Sophos at their own risk and expense. A replacement unit is sent out within 24 hours following receipt of the defective device. If a customer receives a broken unit (DOA), they will be entitled to a 24 hour upfront service – valid for the first 30 days from the purchase date.

The 24h bring in service is valid throughout the purchased subscription period of 1, 2 or 3 years.

24h up front: The customer sends the defective device to Sophos at their own risk. A replacement unit will be sent out within 24h after notification and receipt of an RMA number at Sophos' expense.

The 24h up front service is valid throughout the purchased UTM Premium support upgrade contract of 1, 2 or 3 years